A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents.
Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone answering when no agent is available.
When dialing numbers at a time, there are two sources of delay.
First, only some fraction of dials are answered. So, for example, if 1 out of 3 dials are answered, a predictive dialer might dial 3 lines every time an agent becomes available.
And Second , even dials that are answered take some time before being picked up. If it takes typically 10 seconds for someone to pick up, and conversations typically last 90 seconds, a predictive dialer might start dialing at 80 seconds.
Dialing one number at a time, only when an agent is available.
Predictive dialers may be standalone hardware devices, or they may be integrated in software with call center or contact center platforms. When integrated, the dialer often also performs less aggressive dialing modes, such as power, progressive, or preview dialing
Companies require that predictive dialers abandon fewer than 3% of answered calls on a daily basis. It also requires that if an agent is not available within 2 seconds the call is considered “abandoned” and an automated message is played. The automated message must identify the company making the call, the purpose of the call, a free phone or basic rate phone number to call back on and must not contain any form of marketing. A phone call to the return number must not be treated by the company as an opportunity to market, but to be removed from the calling list. In the USA, if someone answers but no agent is available within 2 seconds of the person’s greeting
Not to be confused with an automatic dialer, a predictive dialer is programmed to predict when a human caller is available to pick up a call. Predictive dialers can also measure the number of available agents, available lines, average handle time and other factors to adjust outbound calls accordingly. This measurement delivers a high level of mathematically efficiency to use in call centers. A related system is a lead generator, which dials a list of telephone numbers and, when a live voice answers, delivers a recorded message
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